At Deep Forest, we understand that getting the kind of support you need when you need it is critically important to your success in using your software solution. That’s why we offer the following Support options:
OnCite™ OnLine Help System – Comprehensive, context sensitive help is a part of every OnCite™ solution. It is a self-service tool available to users 24/7. Additionally, your OnLine Help will be customized so that it will include help on all customizations made to your system.
OnCite™ OnLine Support Request System – This is a built-in, online support request system which users may access from virtually anywhere in the OnCite™ system by clicking Help/Support Request. This will pull up a Support Request form already populated with key information about the user’s current location within the system, etc. It also contains fields for the user’s name, phone number, and email address. These requests are then automatically emailed to the appropriate support team member. When Deep Forest is the designated recipient, we strive to address the request within one business day and we strive to resolve it within two business days, depending upon the nature of the request. Using this online system means that if users have a question even after normal Business Support Hours, they can go ahead and complete a Support Request online from wherever they are in the system and know that it will be addressed the next business day.
Deep Forest Support Plan – Support specifics will be covered in the contract. Basically, for a set monthly fee, Deep Forest will provide unlimited instances of qualified support to the Client Support Team. As needed, Deep Forest will support any other Client Users at an hourly rate of $120.
Client Support Team – A designated and approved group of specially trained Client Team members who will provide support to all other Client Users and Tenant Portal Users.
Business Hours – Deep Forest Support is provided during Business Hours (8:30 – 5:00 M-F, excluding Deep Forest designated holidays).
Emergency Support – Emergency Support is support provided after regular business hours by Deep Forest to Client Support Team or All Other Client Users. To obtain this support, users may call the regular Deep Forest number and state that they have an emergency. A member of the Deep Forest support team will be contacted to respond to the emergency. The hourly fee for Emergency Support is $160/hour.
If you have a unique support need, Deep Forest will customize a Support Plan to fit your needs.
The following table provides an overview of the support structure. Note the types of users on the left, the types of support across the top, and then who provides the support, along with any additional charges.
*Honeymoon Period – The Honeymoon Period begins on the Go Live date and continues for 6 months.